Case Study: Leading Investment Management Company achieves a 360° customer view and omnichannel CRM with Globant

Globant helps a leading financial services organization build a 360° view of their customers

Globant partnered with Leading Investment Management Company — a pension fund administration, asset management and investment consulting firm serving more than 7 million customers — to solve a fragmented CRM landscape. The client needed an omnichannel platform and an actionable 360° view of clients so sales, marketing and a 900+‑agent service organization could track campaigns, manage cases and accelerate B2B and B2C onboarding; the project centered on Salesforce technologies (Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud).

Globant delivered an agile 10‑person POD (including architects and MuleSoft consultants) to implement the Salesforce stack and integrations, creating a single source of truth for all customer interactions. The result: the sales team adopted CRM as a core tool, all service channels gained visibility through an omnichannel Service Cloud, external advisors were onboarded via Community Cloud, case response and customer satisfaction improved, and the company can now centrally track campaigns, identify growth opportunities and scale operations across its 7M customers.